Experienced Customer Care Associate – Global Customer Support and Service

At arenaflex, we're on a mission to revolutionize the way we connect with customers and deliver exceptional service. As a Customer Care Associate, you'll be at the forefront of this mission, working closely with our global team to provide top-notch support and service to our customers. If you're a motivated self-starter with a passion for delivering exceptional customer experiences, we want to hear from you.

About arenaflex

arenaflex is a leading international publishing group with a rich history spanning over 50 years. Our team is based in continental Europe, Anglo-American regions, and Asia, with offices in Berlin, New York, Oxford, Brussels, Chennai, and supporting locations in Vienna, Warsaw, and Istanbul. We specialize in academic publishing, focusing on the Humanities and Social Sciences worldwide. With a portfolio of over 1,000+ books published annually in multiple languages, we're committed to making knowledge accessible to everyone.

Job Summary

As a Customer Care Associate, you'll be responsible for providing high-quality support and service to resolve customer concerns and needs as a company ambassador. You'll work closely with our global departments to escalate and find solutions for our customers, ensuring that their needs are met and exceeded. Your primary responsibilities will include:

• Providing exceptional customer service and support to resolve customer concerns and needs
• Daily processing of incoming orders for all print and digital products via our ERP system
• Working with the Customer Care and other global departments to escalate and find solutions for our customers
• Providing librarians with digital access to licensed content via the arenaflex platform
• Support and resolve library access issues for digital content on our arenaflex platform
• Special transaction order processing for OpenAccess, subsidy, and peer review
• Monitor and action items in the team email ticket system (Hubspot)
• Coordination with global printer and UPS for order completion
• Preparations of advanced invoices and customer quotes
• Creation, correction, and modification of new and existing customer data in our ERP system
• Issuing credit notes and cancellations for returns
• Acting as a sales partner to promote additional products and services to customers
• Participation in follow-up and surveys to ensure customer satisfaction

What We're Looking For

* Excellent and professional communication (written and verbal) in German and English

• At least three years working experience in a similar customer care role
• Motivated self-starter with a willingness to learn and grow
• Positive team collaboration and a customer-centric approach
• Good working knowledge of Microsoft Office
• Previous experience with an ERP/order system

Essential Qualifications

* Bachelor's degree in a relevant field (e.g., business, communications, or customer service)

• Proven track record of providing exceptional customer service and support
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Proficiency in Microsoft Office, particularly Excel and Word
• Experience with ERP systems and order processing

Preferred Qualifications

* Master's degree in a relevant field (e.g., business, communications, or customer service)

• Experience working in a global team environment
• Familiarity with Hubspot and other customer service software
• Knowledge of the publishing industry and academic publishing
• Fluency in additional languages (e.g., French, Spanish, or Mandarin)

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a global team and contribute to a dynamic and growing organization
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Collaborative and supportive work environment
• Access to cutting-edge technology and tools
• Recognition and rewards for outstanding performance

Work Environment and Culture

At arenaflex, we value diversity, inclusivity, and teamwork. Our work environment is collaborative, supportive, and dynamic, with a focus on delivering exceptional customer experiences. We're committed to creating a workplace that's inclusive, respectful, and empowering for all employees.

Compensation and Benefits

We offer a competitive salary and benefits package, including:

• Competitive salary
• Comprehensive health insurance
• Retirement plan
• Paid time off and holidays
• Professional development opportunities
• Flexible work arrangements

How to Apply

If you're a motivated self-starter with a passion for delivering exceptional customer experiences, we want to hear from you. Please submit your complete application, including your resume and cover letter, to [insert contact information]. We look forward to meeting you!

Equal Opportunities Employer

arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and empowering for all employees. Apply for this job